Head of Existing Customer Management - Credit Cards

London /
Credit Cards – Credit Cards /
Employee - Permanent
/ Hybrid
Our Story
Hello there. We’re Zopa.
We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers’ needs at their heart.
We’re regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK. But our work doesn’t stop there. 
After securing £220 million in our 2021 funding round led by SoftBank, we’ve entered the next stage in our journey. So far, we’ve lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us. In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we’re also a top 5 credit card issuer in the UK. And this is just the beginning.
We’re set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.   
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa. For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles!

Since launching the Zopa credit card 2 years ago we've already grown to become a top 5 card issuer in the UK, amassing over 380,000 customers and been crowned the Best Credit Card Provider at the 2021 British Bank Awards.

We are looking to hire a Head of Existing Customer Management to lead on the product and propositions in our Card Servicing team to take the success of this product to the next level.

The Credit Card Servicing team is responsible for end-to-end customer lifecycle of our Credit Card product which means you will have broad ownership of the card billings platform, onboarding journeys, asset growth and more.

Collaboration is at the heart of everything we do at Zopa. You'll be responsible for leading cross-functional squads comprised of product managers, engineers, designers, analysts and more, as well as partnering with wider teams such as Originations, Customer Lifecycle and Collections to bring our customer proposition to life.

If you're passionate about building progressive customer engagement strategies, creating new features and products where customer experience is at the core and driving revenue to support our growth ambitions, we'd love to speak with you!

A day in the life:

    • Own customer engagement and value management across the full product lifecycle
    • Commercial management of existing customer portfolio covering asset growth, pricing and payment processing costs
    • Own and drive existing product management and new feature development to drive better customer and commercial outcomes
    • Drive customer engagement strategies including early MoB usage, re-activation and retention
    • Work closely with card billing engineers to ensure the cards platform is working as expected and is able to support changes + growth
    • Build close relationships with key stakeholders such as Operations, Compliance, Brand, Legal and Finance so that you’re solving problems with them and not just asking for their sign-off
    • Work closely with product design to enhance and improve card servicing journeys in the app and web

About you:

    • You're customer obsessed – you will be highly motivated to drive good outcomes for our customers, whilst driving growth in our products
    • You have at least 7 years’ experience working in regulated consumer credit; experience in credit cards preferred.
    • You are a people centric leader with proven experience managing direct reports
    • You have a strong ability translate customer needs into product specifications and technology requirements
    • You’re genuinely collaborative - you are able to provide structure to cross-functional teams and motivate them towards their goals
    • You're analytical in nature with strong commercial acumen
    • You have good knowledge of lending regulations
    • You're outcome focused – you have a bias for action to ensure we test and learn as we go, making iterative progress towards the end goal
    • You enjoy owning and solving problems – you can create structure out of ambiguity, think about problems holistically and can drive an agenda while juggling multiple demands
Flexible working? Yes please!

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that – you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one. 

*Subject to having the right to work in the country of choice

To thrive here, you’ll need to:
Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.